Salesforce said Monday it will acquire AI customer service platform Fin for about $3.6 billion, a move aimed at strengthening its push into agentic artificial intelligence for businesses.

The deal adds another major asset to Salesforce’s enterprise software lineup and is designed to complement Agentforce, the company’s flagship AI agent offering. Salesforce said the acquisition will give customers more ways to deploy autonomous AI tools across support and service workflows.

Fin, formerly known as Intercom, specializes in AI agents that can answer and resolve customer queries across chat, email, WhatsApp, text messages, phone calls and Slack. Salesforce said the platform uses a proprietary AI model called Apex. The company expects the transaction to close in the fourth quarter of its fiscal 2027 year.

Salesforce CEO Marc Benioff said the combination will help companies move faster and deliver measurable results at scale. The deal comes as software vendors increasingly compete to build AI systems that can take on customer service tasks with less human intervention.

That shift has raised pressure on established software-as-a-service companies, including Salesforce, which faces questions about whether generative AI and autonomous agents could weaken traditional software business models. Salesforce shares have lost more than a third of their value so far in 2026, reflecting investor concerns around that transition.

At the same time, Salesforce has been trying to position itself as an AI leader rather than a company disrupted by the technology. The acquisition of Fin follows a broader industry trend in which enterprise software firms are investing heavily in agentic products, or AI systems that can carry out tasks on behalf of users with limited oversight.

Fin has its own history as one of the more recognizable customer support tools in software. Founded in 2011 by Eoghan McCabe, Des Traynor, Ciaran Lee and David Barrett, the company grew out of Intercom, whose chat widget became a familiar feature on many business websites. McCabe announced last month that Intercom would become Fin, though he said the customer service software itself would continue operating as Intercom.

In a post on X, McCabe said the company had been shipping aggressively in recent years and suggested that Salesforce’s resources would accelerate that work. His comments followed the announcement of Apex and an internal agent called Operator.

The acquisition also adds another multibillion-dollar deal to Salesforce’s long history of large purchases. Its biggest previous transaction was the more than $27 billion acquisition of Slack, which closed in 2021.

Salesforce has continued to emphasize growth in its large enterprise transactions and AI products. In its latest quarterly report, the company beat Wall Street estimates, although its backlog came in below expectations. After those results, Benioff said on CNBC’s Mad Money that the company was seeing record transactions and strong AI-driven growth in Slack.

For Salesforce, the Fin acquisition marks a clearer bet that the future of customer service software will be shaped by autonomous agents that can handle routine work across multiple channels. For Fin, it gives the company a larger distribution platform and deeper resources as competition in AI customer support intensifies.